Customer Service

5 days ago


Gurgaon, India Nilasu Consulting Services Pvt Ltd Full time

100% of production time to be spent logged in on calls or web chat
- Answer calls & chats with an approach to deliver positive customer satisfaction
- Articulate complex client plans and provisions in a simplified and understandable manner helping participants make an informed decision
- Maintain internal & client defined quality on calls
- Understands and contributes positively in meeting client SLA’s & targets
- Adheres to Customer Service Attendance & Accountability policies
- Ensures Customer Service Representative, Team & Client level targets (Customer Satisfaction, Service Level %, Average Handle Time, Session Time, Wait Time, Abandon Rate, Call back timeliness etc.) are met or exceeded consistently
- Take complete ownership of self-learning & development
- Ability to interpret and comprehend SOP’s and articulate effectively
- Strong Customer Service Orientation
- Clear and effective verbal & written communication

Excellent comprehension and articulation of client specific plans and provisions



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